PG
Customer Success Manager (m/w/d) - 100% Remote
Contract type
Ongoing
Work mode
Remote · Berlin
Experience
3 years
Job description
Senior Customer Success Manager responsible for all day-to-day customer matters outside of sales at an HR-tech startup, with a path to Team Lead Customer Success.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Berlin
- Languages
- German – fluent
What you'll do
- Run onboardings and check-ins yourself and lead by example
- Resolve customer concerns with a solution-oriented approach and take ownership through to the end
- Act as the first point of contact for all customer topics in the company except sales
- Take ultimate customer responsibility when support or account management cannot resolve an issue
- Handle escalations and enterprise customers requiring more depth and experience
- Decide independently on refunds, goodwill cases and critical payment topics via Stripe
- Mentor the Customer Success Manager and help her become confident quickly
- Build processes and onboarding material for new success and support employees
- Continuously optimize customer relations workflows
- Develop toward Team Lead Customer Success as the team grows
- Be a close sparring partner for the Account Manager on topics outside upselling and contract renewals
- Build the customer experience for business customers
- Maintain and develop Intercom automations and the entire onboarding experience
- Further develop the help center for support and success topics
- Own the newsletter strategy
- Track relevant success KPIs such as churn, retention and customer health
- Report regularly to the managing director and the Head of Sales
What we're looking for
- Experience in customer success, ideally in a SaaS environment
- First experience guiding or onboarding colleagues, with the desire to grow into a leadership role
- Make fast, confident decisions and stand by them
- Good sense of when to be accommodating and when not to be
- Technical understanding of tools like Stripe, Intercom, Slack and Claude and quick to learn new systems
- Structured way of working, yet flexible enough for startup everyday life
- Strong communication across departments
- Hands-on mentality and enthusiasm for startup execution
- Sense for upselling opportunities in customer conversations
Your team
Customer Success
Customer relations area outside of sales, with a Customer Success Manager to mentor and a path to Team Lead Customer Success
Benefits
- Fast-growing HR-tech startup with a huge vision where you can help shape and build an area
- Clear development path to Team Lead Customer Success as the team grows
- Flat hierarchies, high responsibility, real co-creation
- Direct, close collaboration with the management
- Remote-first setup
- Above-average salary plus performance-based bonus
- Modern Apple equipment
Apply
About ProviPanda GmbH
The largest sales job app in the DACH region
A growing HR-tech startup with a team of 15 employees.
Mission
To revolutionize and rethink the sales HR market
Key facts
- 15 Mitarbeitenden
- HR-Tech
- Over 200 active customers
- Team of 15 employees